I got a recall letter for my 2020 Limited to update the Sync system. After they told me it was ready, I started the car, but the screen wouldn’t turn on. They checked it, but it was almost closing time, so I left the car overnight. The next day, they called and said the update worked, but it wiped the APIM module, and now they want to charge me $1300 to replace it. Am I wrong for arguing that they should cover the cost since the screen was working fine before the recall, and they broke it while it was with them?
You’re absolutely right. Contact Ford customer service and report the issue. Ford’s SYNC 3 software has caused problems in many Explorers and other models, with some even having trouble updating to the latest version. The recall is supposed to fix these issues. If the APIM got wiped during their update, it’s totally their responsibility to fix it, not yours.
I spoke with Ford customer service on Friday, and they opened a case but referred me to the financial department, suggesting they could offer financial aid options. I told them I don’t need financial aid unless it brings the cost to $0. They seemed to assume I’d be paying something, but I’m not willing to accept that. Since it was the holiday weekend, I haven’t heard back yet. I left messages with both my dealership and Ford customer service yesterday, but no one called back. I’ve always been loyal to Ford, but this situation has really pissed me off.
Be persistent with Ford Customer Service. Call them every day if you have to, just to check on the status.
Your car went in working and came out not working it’s that simple.
I’ve had to argue with them a few times as well. The only time I lost was when I gave in. They charged me $450 to fix the driver door keypad, saying it wasn’t under warranty. I had to remind them it was covered under the extended manufacturer’s warranty, but it didn’t help.
You should definitely try out the option of filing a complaint with the Better business bureau. Also, share your experience on social media to get more visibility. Sometimes public pressure helps move things along faster.
That could be a crazy idea, considering that BBB has no power to actually do anything. This won’t do anything to solve @Rudy’s problem.